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Information Technology and Telecommunications Services

FSU HomeITTSResidential ServicesCustomer Service Agreement

Notification: Residents will notify the Residential Services staff of problems by contacting the Residential Services Help Desk via e-mail at uncfsuhelpdesk@perceptis.com or phone at:

(910) 672-HELP or (910) 672-4357

Customer Service Agreement (CSA)

This [Customer Service Agreement] outlines the level of service that residents should  expect of Residential Services staff and the level of cooperation that Residential Services staff expects from  residents. We depend on you for information critical to the resolution of any problems that you may have with your Residential Services connection. On occasion, we are also required to  visit you in your room. This agreement has been created in recognition of these facts.

FSU is committed to providing you with the most up-to-date media and technological services; and to fully deliver these services, FSU has certain requirements concerning the type of computer students will need to take full advantage of the services being offered.

Resnet Customer Service Agreement (CSA)

This CSA outlines the level of service that residents should expect of Residential Services staff and the level of cooperation that Residential Services staff expects from residents. Residential Services staff depends on each resident for information critical to the resolution of any problems residents may have with their Residential Services connection. On occasion, Residential Services staff are required to visit residents in their room. This agreement has been created in recognition of these facts.

  1. Residential Services Staff Obligations
    1. Access to Rooms: During a technical support appointment Residential Services staff will enter a resident's room only if the resident is present. ResNet staff will not touch or disturb a resident's personal items except as minimally needed to access the resident's data port and computer. Some problems may require staff from other areas of the University to enter a resident's room/apartment to repair a network problem, such as fixing the data port or wiring in a room; in such cases, they will follow all appropriate guidelines set forth by the Department of Housing and Residence Life for other routine maintenance.
    2. Connectivity: ResNet will provide each resident in a Residential Services-equipped area with a working connection to the FSU network and, through the University network, to the Internet
    3. Professionalism: ResNet staff will act in a professional manner and always: 
      1. Treat residents with courtesy.
      2. Keep appointments punctually or give ample notification if rescheduling is necessary. 
      3. Respect residents' privacy. 
      4. Provide contact information and, if requested, contact information for their supervisor. 
    4. Technical Support: The primary support role of Residential Services staff is ensuring that each resident's computer is properly connected to Residential Services in a safe and secure manner. ResNet staff will do their best to answer other computer-related questions and provide guidance and advice within the limits of their limited time and scope of support. With the exception of network cards or related software, Residential Services staff may not be able to perform hardware or software troubleshooting, repairs, or configuration.
    5. Response Time: Residential Services staff will respond to requests for help or information within one business day or as soon as possible after the initial request for assistance. If an on-site visit is required, an appointment will be scheduled at that time. This response time may significantly increase during the first weeks of each semester or other times when there is a large demand for assistance.
  2. FSU Resident Obligations
    1. Appointments: Residents will be present for the duration of any scheduled appointment. If the resident leaves their room, the appointment will end. Unless the resident and the ResNet staff member have negotiated otherwise, the maximum duration for any one appointment is 30 minutes.
    2. Minimum/recommended system configurations: On the main Residential Services webpage under the heading ‘Computer Policies & Requirements,’ the Residential Services staff has provided residents with minimum and recommended system configurations. Please consider these configurations when choosing a computer to use on the Residential Services network. The Residential Services staff will do their best to connect all residents' computers to the network but reserve the right to deny service to particularly old or problematic computers or those that have pre-existing non-network-related problems.
    3. Notification: Residents will notify ResNet staff of problems by contacting the ResNet Help Desk via e-mail at fsuresnet@uncfsu.edu or phone at 672-xxxx. In the unlikely event that the ResNet Help Desk cannot be reached, ResNet staff can be contacted directly at fsuresnet@uncfsu.edu or by calling 672-2026.
    4. Privacy: Recognizing that some of the ResNet staff members are also students, residents are requested to confine contact with ResNet staff to the hours between 8 a.m. to 5 p.m. Contact outside of these hours must be agreed to beforehand, preferably as a formal appointment, and the ResNet Manager must approve this appointment. 
    5. Security: Computers connected to ResNet are in turn connected to millions of computers around the world. Residents have a responsibility to protect themselves and others by following computer security guidelines such as: 
      1. Installing and maintaining up-to-date anti-virus software. 
      2. Ensuring their computer's software and operating system are up-to-date. 
      3. Using strong passwords on all user accounts and never giving them out to others.

        Residents that need further guidance or help securing their computer are invited to make an appointment with a ResNet staff member.
    6. Work Environment: Residents are requested to help minimize distractions while Residential Services staff is assisting them by making their room a work environment conducive to providing technical support (lowering loud music or loud conversation, removing offensive screen savers and desktop backgrounds, etc.).
  3. Connectivity Caveats
    1. Not all computers are designed to be connected to a network such as Residential Services. Despite the best efforts of the Residential Services staff, there will be computers that are incompatible with the hardware and software necessary for Residential Services. 
    2. The Fayetteville State University campus network attempts to run 24 hours a day, 365 days a year. Service is occasionally disrupted for maintenance and repairs. Scheduled maintenance will be announced on the ITTS webpage, and residents are responsible for checking the ITTS webpage when they anticipate a need for network access during a particular time. 
    3. Unscheduled network outages also occur occasionally. If a resident loses their connection to the network, they are encouraged check ITTS webpage on the left-side under or contact the ITTS Help Desk at 672-2085. All connection problems will be fixed as quickly as possible with failures affecting multiple rooms or buildings receiving the highest priority.

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